THEIR SOLUTION
Automating automotive conversations
Ford Motor Argentina’s activation agency, GTB, worked with automated conversation specialist Botmaker to build FORDi, a Messenger-powered digital assistant. Botmaker included a variety of conversational flows for different customer service needs, integrated Ford’s internal systems and databases, such as customized payment options, subscriptions, and vehicle specifications and details, and implemented a geolocation system that connects customers with budget requests to the nearest dealership.
When a potential car owner begins a conversation on Messenger, the automated conversational flow guides them through the customer journey via message templates and quick replies. From there, FORDi uses a handover protocol to route the customer to an agent in the relevant care segment, such as customer service or sales, for further assistance.
After launching FORDi via Messenger in November 2019, the automaker decided to implement the hybrid messaging experience on other channels for enhancing the experience with a variety of use cases. Botmaker with GTB helped Ford Motor Argentina integrate the digital assistant into its WhatsApp channel in June 2020, and the companies then worked together to scale FORDi’s service offerings to include lead generation and lead management. In early 2021, Ford, GTB and Botmaker used Messenger API for Instagram to streamline Instagram direct messages into a centralized communications hub. In addition, Plan Ovalo integrated FORDi into its webpage using a Botmaker chat solution that allows people to access Messenger.